Team Manager, Client Services

Le poste

As a Team Manager, Client Services, you will lead and drive service excellence to clients by enabling timely fulfillment of enquiries, sales and services from Louis Vuitton, with exceptional level of quality; whilst guiding and coaching the team.

You will also be expected to drive sales, productivity, and efficiency within the team bringing customised experiences to all clients through resourceful and innovative solutions.

Les missions

Operational Excellence

• Oversee daily team operations to meet all performance and service KPIs, including:
  • Sales targets
  • Omni-channel contact handling (75% inbound, 50% outbound)
  • Clienteling
  • SLA compliance
  • Service quality & productivity
  • Regulatory compliance (e.g., personal data handling)
• Allocate responsibilities based on specialization and performance goals.
• Ensure exceptional service across all channels (calls, emails, social media, chat) within defined handling times.
• Consistently meet/exceed goals for sales, productivity, and client satisfaction.
• Coach Client Advisors (CAs) to:
  • Understand client needs
  • Recommend relevant products
  • Cross/upsell effectively
  • Conduct personalized outreach using styling tools (e.g., wardrobing)
• Guide team in using tools to anticipate needs and resolve client issues at first contact.
• Act as escalation point for complaints and complex cases, ensuring timely resolution.
• Ensure readiness for contingency scenarios and maintain team availability.
• Be well-versed in all operational processes and provide guidance as needed.
• Continuously identify and implement efficiencies to improve team performance.
• Drive launches, campaigns, and initiatives to boost sales, client recruitment, and retention in alignment with business targets.
• Deliver operational reporting and analysis to Senior Manager CSC (e.g., traffic trends, feedback, productivity).

Service Excellence

• Collaborate with the Senior Manager CSC to design and implement strategies that elevate digital and service standards.
• Work with the Client Experience Manager to manage complaints, ensuring RCA and corrective actions are in place to drive performance.
• Conduct a minimum of 3 QA audit calls per CA monthly and provide documented feedback.
• Lead by example to instill a high-quality service culture aligned with the Louis Vuitton standard.
• Ensure VOICE and other service quality metrics are consistently met.
• Handle escalations with clients and stores professionally and promptly.

People Excellence

• Conduct regular 1:1 coaching sessions to support and develop team members using structured performance management tools.
• Create development plans that empower high performers and support those needing improvement.
• Lead and motivate the team, fostering a culture of support, growth, and results.

Other Duties
Support projects and additional tasks as assigned by Management.

Votre profil

• Minimum of 5 years team management experience
• Proven experience in driving sales and client experience within an omni-channel call-centre environment serving high net worth or affluent customers (ideally with experience in luxury segment)
• Self-motivated and result-oriented with good business acumen
• Be an agent of change and able to thrive in ambiguity
• Excellent communication skills - eloquent and able to work with people at all levels, nationalities and personalities
• Strong problem solving skills with an innovative mindset; always looking for new ways to enhance customer experience
• Ability to function independently whilst anticipating and reacting to frequently changing business and operating climate
• Demonstrated track record in motivating and coaching staff to maximize their individual potential
• Working knowledge of MS Office applications